Updated ticket does not show any content from the customer

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4 Comments

  • Bree Ramirez

    What if the situation is the other way around?  End users are receiving blank replies (fortunately this is just in sandbox testing). Ticket in ZD shows text, but the email the test end user received contained none of the reply text. 

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  • Ricardo
    Zendesk Community Team

    Hello, Bree,

    Thanks for your comment.

    Have you already checked this article: https://support.zendesk.com/hc/en-us/articles/115013669427 ?

    What you are described really sounds like your trigger is missing the placeholder that renders the comment in your ticket.

     

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  • SP

    The article is not available: "You're not authorized to access this page". Can you share the solution here, please?

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  • Ricardo
    Zendesk Community Team

    Hello SP!

    The article Why are notifications sent without the content of the ticket? is now unarchived. Could you please try to open it again? Thanks

    0

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